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Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
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SAFE and Travis: Leading in Uncertain Times
Mitchell, Jordan; Cardona Soriano, Pablo; Rosenberg, MikeCase DG-1522-ELeadership and People Management, Service and Operations ManagementForty-five miles apart from each other in Northern California, two not-for-profit credit unions SAFE and Travis had successfully transitioned from military segment-based to community charter credit unions. Both had grown to over $1 billion in assets via a combination of organic growth, mergers, and acquisitions. Above all, both had injected an unwavering commitment to member service. As of 2007, SAFE and Travis faced several questions: What would...Starting at €8.20
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Forward Integration or Horizontal Expansion? (Spanish version)
Casadesus-Masanell, Ramon; Tarzijan, Jorge; Mitchell, JordanCase HBS-706S35StrategyCelulosa Arauco is a major Chilean producer of market pulp and wood products. Owning over 1.2 million hectares of forest in Chile, Argentina, and Uruguay, the company's key advantage is the ideal growing conditions in which the company's forests are located. As of early 2004, Arauco is the third largest producer of market pulp (pulp sold on the open market) and is considering increasing its capacity, tying it with Brazilian competitor Aracruz as ...Starting at €8.20
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Airbus vs. Boeing (A) (Spanish version)
Casadesus-Masanell, Ramon; Mitchell, Jordan; Voigt, Erich AlexanderCase HBS-708S01StrategyLooks at the development of the competitive actions between Airbus and Boeing from 1992 to 2006. Begins with the question of whether Airbus and Boeing should collaborate on the development of a VLCT (Very Large Commercial Transport) or whether Airbus should develop their own. The case series moves through to the events thereafter of Airbus' decision to pursue the A380 and Boeing's decision relating to developing a stretch 747.Starting at €8.20
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Arauco (B): "Papel" in Brazil
Casadesus-Masanell, Ramon; Tarzijan, Jorge; Mitchell, JordanCase HBS-709416-EStrategyThis is Part B to the "Arauco: Forward Integration or Horizontal Expansion?" case. This short case looks at the company in late 2007 after it has decided to invest in a Brazilian joint venture involving forests, saw mills and a paper mill. The case acts as an epilogue and allows students to revisit the concept of forward integration into paper in the Brazilian context.Starting at €5.74
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Two Ways to Fly South: Lan Airlines and Southwest Airlines, Teaching Note
Casadesus-Masanell, Ramon; Tarzijan, Jorge; Mitchell, JordanTeaching Note HBS-710422-EStrategyTeaching Note for 707414.Starting at €0.00
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Dos formas de viajar al sur: Aerolínea Lan y Southwest Airlines
Casadesus-Masanell, Ramon; Khanna, Tarun; Mitchell, Jordan; Tarzijan, JorgeCase HBS-710S12StrategyPara maximizar su eficacia, los casos de color deben imprimirse en color. Mira a los diferentes modelos de negocio de dos líneas aéreas gran éxito y rentabilidad: con sede en Chile y Lan Airlines con sede en EE.UU. Southwest Airlines. Lan Airlines que persigue un modelo de servicio completo centro-a-habló internacional donde las operaciones de pasajeros y de carga están muy integradas. Suroeste, por el contrario, está configurado para una, de baj...Starting at €8.20
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Airbus vs. Boeing: (A), (B), (C), (D), (E), and (F), Teaching Note
Casadesus-Masanell, Ramon; Voigt, Erich Alexander; Mitchell, JordanTeaching Note HBS-710405-EStrategyTeaching Note for [707447], [707448], [707449]. [707450], [707451], and [707452].Starting at €0.00
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El centro de llamadas de Linkality
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221Marketing, Service and Operations ManagementLinkality ocupa el octavo lugar en el ranking estadounidense de proveedores de servicios de Internet (ISP), con una base de aproximadamente 3 millones de usuarios. El caso se centra en la dirección del centro de llamadas de Linkality, donde tiene lugar aproximadamente el 85% de todos los contactos con los usuarios. Hal Paden, vicepresidente de operaciones, tiene como objetivo buscar formas de reducir los costes operativos y al mismo tiempo mejora...Starting at €8.20
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Arauco (B): "Papel" in Brazil (Spanish Version)
Casadesus-Masanell, Ramon; Tarzijan, Jorge; Mitchell, JordanCase HBS-721S05StrategyForward Integration or Horizontal Expansion?" case. This short case looks at the company in late 2007 after it has decided to invest in a Brazilian joint venture involving forests, saw mills and a paper mill. The case acts as an epilogue and allows students to revisit the concept of forward integration into paper in the Brazilian context.Starting at €5.74